1 DIRECTV Connected Home Work Order Training May 5, 2010 V.1.
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Transcript of 1 DIRECTV Connected Home Work Order Training May 5, 2010 V.1.
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DIRECTV Connected HomeDIRECTV Connected HomeWork Order TrainingWork Order Training
May 5, 2010 V.1May 5, 2010 V.1
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DIRECTV Connected Home
• Introduction
– With the launch of Connected Home Multi-Room-Viewing (MRV) product, new Fields and Order Line Items appear on the printed Work Order
– These changes are necessary to accommodate the programming and support hardware required to successfully install and activate the Connected Home MRV product
– This document explains the new Order components and provides a high-level look at the changes to the printed Work Order
DIRECTV Connected Home
• Prerequisites– This material is part of the Connected Home
Certification course and is intended for users who have successfully completed the Connected Home Installation course
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Introduction
Connected Home Guiding Principles• There are five (5) guiding principles to follow when
activating and closing Activities with or without MRV Programming1. Receiver DECA
• Every SWiM MRV compatible receiver installed (excluding the H24 and HR24 receivers) must include a Receiver DECA
2. Education• During every SWiM installation, with MRV Programming or
No Programming, the technician must provide MRV product education
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DIRECTV Connected Home
Guiding Principles
3. Broadband DECA• Every installation, with Internet, will include a Broadband
DECA OLI on the Order
4. Band Stop Filter• Every SWiM non-MRV compatible receiver installed must
include a Band Stop Filter (BSF) OLI on the Order
5. SWiM • Every MRV installation must be SWiM compatible
DIRECTV Connected Home
New Order Components• There are three new fields that display in the OLI Details
screen– Mode: Use this field to identify whether the customer ordered MRV
programming. The system displays either basic, programming or noprogramming
When the Mode field displays basic the customer did not order HD equipment. However, if the technician installs an H24 or HR24 IRD the system will require you to add the required MRV equipment to all other IRDs on the account.
DIRECTV Connected Home
• New Fields (Cont’d)– Compatibility: Use this new field to determine if the Account is MRV,
SWiM and MPEG4 compatible. The system displays:
• MRV: programming or noprogramming
• SWiM: True or blank
• MPEG-4: True or will not appear in non-MPEG-4 markets
The MPEG-4 value is for informational purposes letting you know the local channels are broadcast in high definition in the market area.
DIRECTV Connected Home
New Order Components• New Fields (Cont’d)
– Capability: A Capability field will populate on a printed Work Order with ATSC = True in Local-into- Local markets where the MPEG-4 local channels are not received via the 99 and 103.
• The Siebel system will auto-add an AM21 OLI to the Order upon activation of an IRD without a built-in tuner
Important Note: Upon activation of a receiver, the Siebel system auto-checks the receiver’s back-end Compatibility and Capability criteria and adds the required additional OLIs.
DIRECTV Connected Home
New Order Components• New Order Line Items (OLIs)
– Every SWiM MRV compatible receiver installed (without a built-in DECA), requires a Receiver DECA. Once an IRD is submitted and closed the Siebel system automatically determines if the receiver is MRV compatible or non-MRV compatible and adds the required RECEVER DECA to the Order.
• Note: H24 and HR24 IRDs have a built-in DECA. If you install one of these IRDs, a Receiver DECA OLI will not be added.
Receiver DECA
DIRECTV Connected Home
New Order Components• New Order Line Items (OLIs)
– For every MRV installation, with Internet, a Broadband DECA OLI displays on the Order. If the customer does not order Internet the new Broadband DECA OLI will not display.
• Note: The Broadband DECA displayed above will be available summer of 2010. If this device is not available in your area, install a Receiver DECA in its place with a power supply at the Router.
Broadband DECA
Requires a Power Supply
DIRECTV Connected Home
New Order Components• New Order Line Items (OLIs)
– For every IRD Standard or IRD DVR added to the Order, a Band Stop Filter (BSF) OLI displays.
– Once an IRD OLI is submitted and closed, the Siebel system determines if the receiver is SWiM and MRV compatible or non-MRV compatible and automatically deletes the unnecessary BSF OLIs depending on the Order scenario.
Band Stop Filter
DIRECTV Connected Home
New Connected Home Field Values
Field Value Description
Tech Action Taken Value
Support Hardware Swap
This value is selected by the technician when swapping the Connected Home Support Hardware components on a Service Order.
Action Required Value
System Swapped This value is a system generated value used for Orders when the customer upgrades to MRV programming.
Category Values
SysAddedDeleted
These category values display when Order Line Items are added or deleted by the system during the IRD activation process.
DIRECTV Connected Home
ReceiversSWiM
Compatible?MRV
Compatible?Need DECA? BSF?
Standard SDD10 No No N/A N/AD11 No No N/A N/AD12 Yes No N/A Yes
Standard Def DVRR15 No No N/A N/AR16 Yes No N/A YesR22 Yes Yes Yes No
High Definition (HD)
H20 Yes No N/A YesH21 Yes Yes Yes NoH23 Yes Yes Yes NoH24 Yes Yes Built-in N/A
High Definition DVRHR20 Yes Yes Yes No
See Note
HR21 Yes Yes Yes NoHR22 Yes Yes Yes NoHR23 Yes Yes Yes No
HR 24 Y Y Built-in No
Compatible MRV Receivers
Printed Work Orders
New Install #2
Former Install
Wireless Orders Resolution CodesResolution Type Group Major Group
DECA Add ServiceConnected Home
Installation Quality
DECA Replaced ServiceConnected Home
Equipment Quality
Band Stop Filter Add ServiceConnected Home
Installation Quality
Band Stop Filter Replaced ServiceConnected Home
Equipment Quality
DECA Broadband Add ServiceConnected Home
Installation Quality
DECA Broadband Replace ServiceConnected Home
Equipment Quality
Triplexer Replace/Add ServiceConnected Home
Equipment Quality
Power Supply Replace DECA ServiceConnected Home
Equipment Quality
Cable Replaced Ethernet ServiceConnected Home
Installation Quality
Cable Reattached Ethernet ServiceConnected Home
Installation Quality
Customer Equip Comp/Router ServiceCustomer Issue Customer Issue
Configure/Authorize MRV Service Connected Customer Issue
Escalation Procedures
• Order Modification Group (OMG)– As a field technician, you will call a DIRECTV specialty
group known as Order Modification Group or OMG (1-888-785-5520) to modify Residential Work Orders when necessary. Only call OMG when you are at the customer’s home, pre-activation, and the Work Order needs to be changed.
Escalation Procedures
• Dispatch– As a field technician you will call Dispatch to assist with
work order modifications. You should also call Dispatch to resolve failed order line item errors when activating Orders via your handheld device. Dispatch will create an Internal Service Request (ISR) to request assistance from one of the following groups:
• Work Order Integrity (WOI). An ISR is created for WOI assistance when a work order modification is needed “post activation,” such as line item add, delete, relocate, or an existing equipment swap from the order.
• Field Operations System Support (FOSS). An ISR is created for FOSS assistance to ensure all required failed line items on the order are successfully closed.
Assessment Review
Wireless Work Order Assessment
1. What “three” new fields display on the Order for Connected Home? a) Tech Action Taken
b) Mode
c) MAS Programming
d) Capability
e) Product Line
f) Compatibility
Wireless Work Order Assessment
2. One Band Stop Filter (BSF) is added for every OLI on an Order. – True– False
Wireless Work Order Assessment
3. A Receiver DECA will not be added when an HR24 is Activated. – True– False
Wireless Work Order Assessment
4. What are the new non-serialized OLIs which could appear for a MRV Connected Home Order? a) BS Filter
b) IRD HD/DVR COMBO
c) Receiver DECA
d) KA/KU LNB SWM 3
e) Broadband DECA
Wireless Work Order Assessment
5. Close all serialized OLI FIRST prior to submitting non-serialized OLIs. – True – False
Wireless Work Order Assessment
6. A Capability field will populate on a printed Work Order with ATSC = True in Local-into- Local markets where the MPEG-4 local channels are not received via the 99 and 103.– True – False
Wireless Work Order Assessment
7. Every MRV new installation will have SWiM compatible Support Hardware OLIs on the Order. – True – False
Wireless Work Order Assessment
8. Why would a BS Filter OLI appear on the Work Order? a) BS filters are required when an IRD is not
SWiM compatible.
b) BS Filters are included for "Potential" SWiM non-MRV compatible IRDs
c) As support hardware for the customer’s internet
d) To support a SWiM installation
Wireless Work Order Assessment
9. Which “3” IRDs are SWiM compatible and require a BANDSTOP FILTER. Check all that apply. a) H20 b) R15 c) H21 d) R22 e) D10 f) D11 g) HR24 h) R16 i) D12
Wireless Work Order Assessment
10.A RECEIVER DECA OLI will be added to every MRV Compatible Order? – True – False
Wireless Work Order Assessment
11. If the Mode and Compatibility fields reflect the following on a Printed Work Order, what should the technician do? Check all that apply.
a) Educate the customer on MRV Programming b) Be aware the IRDs to be installed are SWiM compatible c) Do not install MRV Support Hardwared) Install MRV Support Hardware
Wireless Work Order Assessment
12.The Siebel system will add or delete non-serialized OLIs based on the type of IRD activated. – True – False
Wireless Work Order Assessment
13. If the Mode, Compatibility and Capability fields reflect the following on a Printed Work Order, what should the technician do?
a) Educate the customer on MRV Programming
b) Install one AM21 Off Air Antenna for the three IRDs being installed
c) Be aware the IRDs to be installed are SWiM compatible
d) Do not educate the customer on MRV Programming
e) Install one RECEIVER DECA for each MRV Compatible IRD being installed (without a built-in DECA)
f) Install an AM21 Off Air Antenna for the IRD-DVR if the IRD does not have the tuner built-in
Wireless Work Order Assessment
14.A BROADBAND DECA OLI appears if the customer chose Internet. – True – False
Wireless Work Order Assessment
15.When a technician has a Service Activity and the customer’s BROADBAND DECA needs to be replaced, the technician will need to add a new BROADBAND DECA OLI to the Order. – True – False